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- is the protection of sensitive information that can be found to a customer
**PII - Personal Identifiable Information : credit card/ personal info
**SPI - Sensitive Personal Info : CPNI customer propriety network info
Identity theft: someone steal your identity
Credit theft: someone steal your financial info
Fraud: someone uses your information to defraud/personal gain
Security Threats
- stolen physical documents
- stolen online resources emails and online services
- info given non-authorized caller from call center agents
Agent Impact
- esca, suspension, termination
Client impact
- lawsuits, loss of business/potential clients
Company Impact
- legal liabilities, loss of client confidence/low KSAT
Protect Information
- customer name, customer contact numbers, customer login and passwords, customer address, calling/spending history
How info stolen
- pretending to be a customer, tricking agent to get the info, changes account info, playing on emotions
*************
Call Flow
- serve as a guide on how to start and end a call
- help promote customer satisfaction
OPENING SPIEL
- call greeting, willingness to help
DISCOVERY
- identifying cx concern, ack
RESOLUTION
- providing accurate information, setting proper expectation/recap
CLOSING
- offering further assistance, offering CSAT, proper closing
Please remain on the line to take a quick survey about my service today. Mahalo for calling Hawaiian Airlines.
**************
I'm really sorry to hear about your lost item . I truly understand the importance of this baggage. Allow me to help you today.
And just a heads up, Hawaiian Airlines is not liable for items which may have been left on the aircraft. But we understand leaving something on board our aircraft can make you feel stressed, upset, or even helpless. That’s why we make every effort to return lost items to you.
https://hawaiianair.custhelp.com/app/answers/detail/a_id/181
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